Guest Services Executive

JLL empowers you to shape a brighter way.  

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

Key Responsibilities Hospitality Operations Management Oversee daily hospitality operations across lobby reception areas, meeting rooms, conference facilities, and communal hospitality spaces. Establish and maintain luxury hospitality standards ensuring every interaction reflects warmth, professionalism, and attention to detail. Lead pre-opening preparations ensuring lobby areas and meeting spaces are immaculately presented before business hours. Conduct regular inspections of all hospitality touchpoints verifying cleanliness, ambiance, supplies, and readiness. Create welcoming atmospheres through careful attention to lighting, temperature, music, scent, and visual presentation. Manage VIP arrivals and executive guest experiences with heightened service standards and personalized attention. Ensure consistent delivery of signature hospitality moments that differentiate the workplace experience. Guest Experience and Service Excellence Design and deliver personalized hospitality experiences for employees, clients, visitors, and executive guests. Anticipate guest needs proactively, creating moments of delight that exceed expectations. Manage complex visitor experiences including arrival coordination, escort services, refreshment offerings, and departure protocols. Oversee meeting hospitality services including room preparation, technology setup, refreshment delivery, and in-meeting support. Coordinate white-glove service for board meetings, executive sessions, and high-profile client engagements. Handle service failures and guest complaints with empathy, swift resolution, and follow-through. Implement guest recognition programs remembering preferences, celebrating occasions, and personalizing interactions. Gather and act on guest feedback continuously improving service delivery and experience quality. Meeting Space Coordination Manage meeting room operations ensuring spaces are prepared to specification and ready ahead of scheduled times. Coordinate room setups including furniture arrangements, technology configurations, signage, and materials placement. Oversee meeting hospitality including beverage service, meal coordination, break refreshments, and dietary accommodations. Ensure meeting technology functionality coordinating with IT teams on audiovisual equipment, video conferencing, and presentation tools. Provide in-meeting support for complex sessions including attendance management, time-keeping, and guest coordination. Manage meeting transitions ensuring efficient turnover between sessions with minimal disruption. Implement booking policies balancing space optimization with exceptional user experience. Hospitality Services and Amenities Manage lobby hospitality offerings including coffee bars, refreshment stations, seating areas, and welcome amenities. Oversee beverage programs ensuring quality coffee service, diverse tea selections, and specialty offerings. Coordinate catering services for meetings and events liaising with vendors on menus, timing, presentation, and dietary requirements. Manage amenity programs including reading materials, charging stations, WiFi access, and comfort provisions. Curate seasonal hospitality experiences including holiday décor, themed refreshments, and special programming. Implement sustainability practices in hospitality operations including waste reduction and eco-friendly products. Monitor inventory of hospitality supplies, consumables, and equipment ensuring adequate stock and quality standards. Vendor and Partner Management Manage relationships with hospitality vendors including catering companies, coffee suppliers, florists, and service providers. Negotiate contracts and service agreements ensuring competitive pricing and premium quality standards. Monitor vendor performance through quality assessments, guest feedback, and service level compliance. Coordinate vendor operations including delivery schedules, access requirements, and on-site service execution. Ensure vendor staff maintain professional standards, safety compliance, and brand alignment. Resolve vendor issues promptly protecting service continuity and guest experience. Source new vendors and service innovations enhancing hospitality offerings and operational efficiency. Brand and Environment Management Ensure lobby and meeting spaces reflect brand identity through design, presentation, and service delivery. Maintain visual standards including cleanliness, organization, décor, artwork, and signage. Coordinate seasonal refreshes and design updates keeping spaces contemporary and engaging. Manage digital displays and communication boards with current content, event information, and wayfinding. Oversee floral arrangements, plant maintenance, and aesthetic elements creating inviting atmospheres. Ensure sensory experiences align with hospitality standards including ambient music, lighting levels, and temperature control. Protect brand reputation through consistent service excellence and attention to every detail. Event and Special Occasion Management Support corporate events, town halls, celebrations, and special occasions requiring enhanced hospitality coordination. Plan and execute hospitality elements for large gatherings including registration, catering, and guest services. Coordinate event logistics including space transformation, equipment rental, and vendor coordination. Manage event hospitality teams ensuring adequate staffing and clear role assignments. Oversee event setup and teardown ensuring minimal disruption to regular operations. Provide on-site event management ensuring seamless execution and guest satisfaction. Conduct post-event debriefs capturing lessons learned and improvement opportunities. Required Qualifications Education Bachelor's degree in Hospitality Management, Hotel Management, Business Administration, or related field. Professional certifications in hospitality or customer experience management preferred. Experience 3-5 years of progressive hospitality management experience in luxury hotels, corporate hospitality, or high-end service environments. Minimum 3 years in leadership roles managing hospitality teams and front-of-house operations. Proven track record delivering exceptional guest experiences in demanding, high-volume settings. Experience managing lobby operations, meeting services, or conference center hospitality. Background in five-star hotels, premium corporate environments, or luxury service brands preferred. Demonstrated success implementing service excellence programs and hospitality innovations. Technical Skills Proficiency in visitor management systems, meeting room booking platforms, and facility management software. Advanced Microsoft Office Suite skills for reporting, presentations, and operational management. Experience with hospitality technology including point-of-sale systems, digital signage, and guest feedback platforms. Understanding of space planning, event logistics, and hospitality design principles. Core Competencies Exceptional leadership abilities inspiring teams to deliver consistent service excellence. Outstanding interpersonal skills building rapport with diverse guests and stakeholders. Hospitality mindset with genuine passion for creating memorable experiences. Strong attention to detail ensuring every touchpoint meets highest standards. Professional presence and polished personal presentation reflecting premium brand standards. Proactive problem-solving addressing challenges with grace and resourcefulness. Cultural sensitivity and awareness serving diverse, global populations. Emotional intelligence reading situations and adapting service approach appropriately. Organizational excellence managing multiple priorities in fast-paced environments. Communication skills articulating expectations, providing feedback, and engaging stakeholders. Financial acumen managing budgets while maintaining service quality. Resilience and composure maintaining professionalism during high-pressure situations. Hospitality Excellence Attributes Anticipatory service mindset identifying and addressing needs before guests request assistance. Gracious demeanor making everyone feel valued, welcomed, and important. Memory for names, faces, and preferences enabling personalized service delivery. Active listening understanding spoken and unspoken guest needs. Service recovery expertise transforming service failures into positive experiences. Commitment to continuous improvement and pursuit of excellence. Understanding of luxury hospitality standards and five-star service principles. Preferred Qualifications Experience in corporate workplace hospitality or business center management. Training in service excellence methodologies (Ritz-Carlton standards, Forbes standards, or similar). Knowledge of workplace experience trends and employee engagement strategies. Understanding of LEED, WELL Building Standard, or sustainable hospitality practices. Multilingual capabilities relevant to location and client demographics. Food safety certifications or ServSafe credentials. Event management or conference services experience.

Location:

On-si